This is a QuintoAndar case, a proptech that enables tenants to rent properties entirely through digital means, negotiating directly with property owners.

Think of it as an Airbnb, but for renting purposes. You can gain a better understanding of what QuintoAndar is through this Forbes article.

A bit of context

The project was initiated by the VP of Design to assess the app's user experience and pinpoint key areas for design improvement. Working closely with my colleague Turo, we received direct guidance from the Head of Design and the VP to develop a comprehensive framework and the necessary tools.

We focused on a specific user journey phase, using our insights to create tools that could be employed by other designers. This led to the creation of "clinics," a diagnostic tool aimed at enhancing the user experience.

Problem Framing

The company's strategy was centered on minimizing the 'Ticket Rate': the frequency with which users needed to seek assistance from human support.

For this projetc, we prioritized the Contract Signature flow (also known as 'Closing'), which ranked first in the Pre-Contract had the third-highest overall Ticket Rate.

To map this journey, we gathered data from multiple sources:

(1) CX tickets to uncover users pain points
(2) Shadowing sessions with users going through the Contract Signature journey
(3) Interviews with Team Leaders from Ops to understand operational challenges
(4) Mystery shopping to map product + comms touchpoints

Research

Audit

After mapping, we created templates and invited senior/staff designers to collaborate in identifying and documenting UX debts considering the holistic user journey.

We categorized the assessments into three types:
- Nielsen Heuristics
- Content Evaluation
- Visual Assessment

We categorized UX debts according to severity and required effort for resolution.

Subsequently, we developed a calculation methodology to derive an overall score

Action

Ultimately, we prioritized a select few issues to emphasize and raise awareness.

By disseminating the UX Clinics report,
we impacted planning, leading to the assignment of a team dedicated to resolving the mapped UX debts.

Following this initiative, our team received invitations from leaders interested in replicating this audit process in their business contexts.

Happy surprise of a meeting showcasing one of the UX Clinics templates

Time flies, and we continue to see designers using our UX Clinics templates in their own projects. It's always a wonderful surprise!

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Thanks for reading!